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The current support process of Dynatrace SaaS/Managed

What exactly is the process right now?

For example, sometimes some of my colleagues open a support ticket and is being looked into (like other usual NAM ticket or AppMon ticket do) while sometimes my ticket would immediately get a reply like this:

So I am not quite sure why sometimes I get this while sometimes I didn't. Also, I've use in-product Chat functionality before but didn't get back any reply. So I would like to sure that in-product chat is something like these?


1 REPLY 1

Karolina_Linda
Community Team
Community Team

Hi Wai,

For Dynatrace SaaS/Managed, your primary option should be the in-product chat. If the issue requires Support and dev help, the Dynatrace ONE specialist will create a ticket for you.

Of course Dynatrace forums are always here for you! 🙂 If your question or issue doesn't require sharing sensitive information, you can post it in the Dynatrace Open Q&A to get answers from other product experts. There's always a high chance that someone has already encountered a similar problem or just knows the answer based on the experience with the product.

Have a great weekend!

Karolina


Keep calm and build Community!